Contact Centre Outsourcing: Customer Data Management Services
Effective call centre data analytics; our team ensures accurate, timely contact centre interactions while enabling compliance with regulatory standards.
What is Customer Data Handling?
Customer data handling is the lawful collection, recording, and storage of your customers' details, as well as the processing of their information.
When your customers contact your business, they are likely to share key information through their preferred contact channels. These could be telephone calls, text messages, email, web chat, or even social media channels. Organisations collect data from these touchpoints through surveys, support tickets, and social media interactions to build a comprehensive view of the customer journey. Collecting data from these channels provides valuable insights into customer preferences and feedback.
![<h2><span class="heading--3">What is Customer Data Handling? </span></h2>
<p>Customer data handling is the lawful collection, recording, and storage of your customers' details, as well as the processing of their information.</p>
<p data-pm-slice="1 1 []">When your customers contact your business, they are likely to share key information through their preferred contact channels. These could be telephone calls, text messages, email, web chat, or even social media channels. Organisations collect data from these touchpoints through surveys, support tickets, and social media interactions to build a comprehensive view of the customer journey. Collecting data from these channels provides valuable insights into customer preferences and feedback.</p>](https://www.whistl.co.uk/515x430/9017/2363/1300/contact-centres-data-management.jpg)
Whistl’s Contact Centre Data and Analytics Handling Services
Whistl's data handling contact centre services can include:
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Inbound Call Handling Services
Our agents manage inbound customer calls to ensure prompt and accurate resolution of issues and queries. We utilise data analytics and call flow reporting to optimise call-handling processes and improve the customer experience. As part of our customer service interactions, we analyse phone calls to assess customer service performance and identify areas for improvement.
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Surveys, Market Research and Online Data Capture Management
Make informed decisions about your business actions. Whistl can assist in conducting surveys and marketing research, capturing online and offline marketing data, and using data analytics to derive insights. The data collected is used to inform marketing strategies and boost customer satisfaction by ensuring your business is meeting customer expectations.
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CRM Data Cleansing
Whistl's support can include data cleansing techniques, helping your organisation maintain an accurate customer relationship management system. Our CRM data cleansing solutions can help your business increase sales opportunities, understand customer behaviour, and reduce unnecessary marketing costs. During the cleansing process, we review individual data points to ensure they are accurate, up to date, and valuable to your business objectives.
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Data Auditing and Data Modification
Our team can conduct thorough data audits to identify inconsistencies or errors in datasets, and implement data modification strategies to rectify any issues and ensure data integrity. Our audits include assessing whether each data point is necessary and contributes to data quality and governance.
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Customer Re-Engagement
We offer re-engagement services, including forward address tracing, telephone connectivity, and email validation. We use data analytics and bespoke reporting techniques to help you reconnect with your customers effectively.
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Electoral and Voting Data Analysis
Our team can analyse electoral and voting data to uncover insights into voter behaviour and preferences. With call centre voice analytics, we can deliver bespoke reporting that facilitates your organisation's informed decisions.
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Analytics and Reporting
We analyse raw data from multiple sources to provide actionable insights that drive business improvements. Our customer service reports track key performance indicators and customer service metrics, helping you monitor customer service interactions, including phone calls, and measure how well your team is meeting customer expectations. These customer service reports are designed to boost customer satisfaction by identifying trends and opportunities for operational enhancements.
Why Outsource Call Centre Data Analytics Services to Whistl?
As with our contact centre support solutions, we offer a fully tailored service to your business. To keep your Customer Relationship Management system accurate and up to date, we work with you to understand your data-capture needs across your channels (call, email, text, web chat, or social media).
- GDPR Compliance: Whistl's agents are regularly trained in contact handling and GDPR compliance.
- Data Processes: Whistl’s data capture processes and management checks ensure we are always fully compliant and deliver data with complete accuracy.
- Compliant Techniques: We can offer different compliant data collection techniques with an extended team of call-handling agents.
- CRM Cleansing: Delivers more up-to-date customer contact information, market research, and insight into customer behaviours.
What is the Role of Contact Centres in Data Management?
Technology continues to enhance the worldwide business landscape as companies continue to innovate to maximise their potential ahead of their competitors. In turn, customer expectations of contact centres grow.
Contact centres play a vital part in collecting customer data, allowing correct customer data analysis into the business feedback chain. The correct data capture service ensures your company makes valuable customer data-led decisions.
Whistl offers a number of contact centre data and analytics solutions to empower your strategic business decisions.
Best Practices for Call Centre Data Management
By adopting practices that put data quality, security, and partnership at the heart of everything you do, you will ensure strong customer data management. Whistl's contact centre team works to the following practices:
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A solid data governance strategy: We clearly map out how data is collected, stored, and managed. No guesswork, just transparent processes that work.
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Bring your data together: With a unified customer platform, contact centre agents have a complete picture of customer interactions, rather than scattered information that tells an incorrect story.
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Invest in your people: With ongoing training on data protocols and service excellence. We invest in our agents, so our teams are our strength.
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Stay ahead of the curve: We regularly review and, where necessary, update processes to keep pace with regulatory changes and evolving standards.
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Protect what matters most: With robust encryption and access controls. Your customers trust you with their data, and working as an extension of your team, we help you honour that trust.
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Turn data into action: With analytics tools that deliver real insights, we can help understand your customer data to help drive better experiences, not just fill databases.
The results will allow your business to benefit from improved data quality, which, in turn, will help deliver a personalised service that customers actually want, resulting in business growth through smart decisions and genuine customer connections.
Read Some of Our Contact Centre Solutions Success Stories
How Micro Scooters Scaled-Up Its Customer Service Capacity
Case Study
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Micro Scooters
Whistl help TOCA Social build a smooth Guest contact experience
Case Study
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TOCA Social
Flexible Contact Centre Services for The Noble Collection
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The Noble Collection
Whistl's Contact Centre Memberships and Accreditations
Want to improve customer data handling opportunities?
With data capture and market insights, Whistl intelligently informs and improves your business objectives.
Frequently Asked Questions: Customer Data Management
How long does it take to start managing our customer service?
The timeline for a customer service program can vary depending on complexity and scale. However, a straightforward implementation could be within 4 to 8 weeks from contract signing to the first call. This includes training agents to become experts in your product/service.
How quickly can Whistl scale our team up or down?
With hundreds of physical seats across two UK sites plus home worker capacity, we adjust staffing based on your call volume, allowing us to respond to your call demand. For example, if you experience a 40% spike during peak season, we allocate additional agents for the period. When demand drops, we scale back the resource, meaning you pay only for what you use, eliminating fixed overhead and employment costs.
What's your average agent tenure and why does that matter?
Whistl agents have an average tenure of 9-10 years, compared to the contact centre industry average of 1-2 years. The extended tenure allows our teams to resolve issues faster (first-contact resolution), understand your business better, and provide superior customer experience. Our clients benefit from consistent service quality and institutional knowledge that new hires can't replicate.
Which contact channels can be managed?
We offer solutions across all customer communication channels, including phone calls, social media, email, live chat, and messaging apps. We can support on a single channel, multiple or across all channels.
What data reporting is available?
Reports are tailored to both the set KPIs and objectives. For example, the reports can include raw channel data, trend analysis, agent performance breakdowns, and strategic insights for continuous improvement (e.g. typical call times or reasons for contact).